How does the notifications work in the service desk customer portal ?

[Helen Locca]

Hi ! 

I'm testing JSM hoping to set it up for our company. While I tested the portal, I realized some notifications appeared but I couldn't get exactly why or even how to get it to disappear. I found no logic to it.

See as pictured below, we can see a "1" in front of requests. While in reality there is 3 . However one only was written by my profile. I thought it meant 1 open personal request. But I closed the ticket and this 1 is still there. I even set up the notifications on that ticket as "off" but still, this notification doesn't go away.

Can someone help me understand ? Thank you !

[Jeroen Poismans · Accepted solution]

Hi and welcome to the community!

The number beside the Requests menu item represents the number of your Open requests, the requests opened (and still "Open") by the user currently logged in.

When you say you "closed the ticket", what exactly do you mean? You probably have the ticket in a Closed state (Done, Closed, Resolved ...)? That however is not enough for Jira for the issue to be marked as "completely done". A resolution must be set and then the "1" will disappear.

Best practices on using Resolution:

https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html#:~:text=Purpose,have%20to%20manage%20your%20workflow.

Jeroen

[Helen Locca]

Hi @Jeroen Poismans thank ou for your answer. Goodness, that is stupid, a customer doesn't need to know if it's "really really done" for Jira... Indeed, my ticket is "resolved".... Well, I'm going to get into the article you provided. Thank you so much, I would have never guess I had to set up the resolution field, I thought the standard workflow would do the trick. 

Thanks again

[Jeroen Poismans]

Hi Helen,

Actually not that stupid :-). In the setup of your Service Project, you as an admin should make sure that when an issue hits a Closed, Done ... state ... a resolution is set either by the agent handling the issue or automatically via a post-function in the workflow of the issue.

The Customer does not have to worry about this. You as an admin, following best practices, should however. It is entirely in your control whether the customer still sees this number "1" or not and until when :-).

Kindly accept the answer so others can also benefit from it. Thanks!

Jeroen

[Helen Locca]

AH ! That is good to know ! I'm not the admin unfortunatelly, I'm doing the POC but do not have full rights on jira service management. It makes more sense now, I also thought it was weird. And sorry if my answer seemed rude, it was not my intent (English is not my first language and I understand I might have sound rude). 

Thank you again for your help, I'll talk with the full admin to see what parameters he has when he set up a project that I can't see. 

[Jeroen Poismans]

Not rude at all and no offence taken😃. When you get to know Jira better, you will see why this Resolution is so important.

Here 's another article about it:
https://community.atlassian.com/t5/New-to-Jira-articles/Best-Practices-for-Setting-Resolution-field/ba-p/2229574

Enjoy!

[Helen Locca]

the thing is I know JIRA, it's JIRA service management that I'm new to ^^ 

As I tested on a brand new project of mine, I realized what you meant by resolution and indeed, it makes sense from  the company point of view. I definitly didn't have the full rights on the project set up by my company to try. Now that I do, everything is clearer ! thanks again for your quick answers and patience !

[Lisa Forstberg]

HI @Helen Locca ,

Welcome to the community!

Notifications in the Jira world means an email notification or in-app notifications (if you're working in Jira)

The number 1 there should suggest that you have "1 open request", and only count the requests you have created. You can be a request participants of more requests.

Can you screenshot the list of tickets you get with you click on Requests so we can see how many requests you see?

all the best

Lisa

[Helen Locca]

Hi @Lisa Forstberg thanks for the reply.  I have 3 requests but 1 only written directly by the profil used. So it confirms what I thought: only personal requests are taken into account for the notifications. 

My problem is more about how to make it disappear and @Jeroen Poismans answer is I believe what I'm looking for. But thank you so much for your time !